Job Description:
Notify Operations teams of SLA impacts. ∙ Attend Stewardship meetings with IBM. ∙ Receive/retrieve Client Requests (CRs), assess and initiate Service Requests (SRs). Track progress and collect implementation details (change dates, etc) within the IBM generated CR in GPS. ∙ Ensure Service Requests are properly routed to AT&T and the NI Partner. ∙ Coordinate delivery of basic and intermediate MACD service requests, including order initiation and performance oversight for work performed by the NI Partner. order initiation and performance oversight for work performed by the NI Partner. - Proactive Incident management to avert high severity issues and business impact. ∙ Leading high severity incidents (Severity 1 and 2) and provide timely business updates/communication. ∙ Initiating the technical bridges and engage service centers, vendors, suppliers and service providers for service restoration. ∙ Occasional out of hours for support of critical outages. ∙ Timely management escalation to maintain proper visibility and ensuring right resource engagement. ∙ Managing break fix activities during incidents to provide any workaround or fix. ∙ Presenting incident summary to customers as required after incident close down. ∙ Creating Root Cause Analysis report for Sev-1 outages
Required Skills:
∙ Advanced written & spoken English ∙ Advanced MS Office Skills (Word, Excel, Outlook) ∙ Project Management ∙ Change/Incident Management ∙ Ability to coordinate multiple teams to achieve an objective ∙ Ability to work under pressure ∙ Technical knowledge of IT operations (Networking-Telecomm Preferred), CCNA certification ∙ Works well with others/team work ∙ Ability to work in a regulated environment ∙ Good communication
Qualifications:
Fluent in the english language. Familiarity with AT&T iGEMS tools and processes. CCMA, PMP, Six Sigma certifications are desired. Experience with CISCO, Juniper Firewall, Lan/Wan platforms, Load Balancers & Network Design is an asset.
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